Customer Services Agent
Singapore Airlines
مجموع سنوات الخبرة :23 years, 0 أشهر
Singapore Airlines, Mumbai (Airport)
2005 till 2011
Customer Services Agent
• Supervise Service partner/staff performance and ensure tasks assigned completed within stipulated time as per SIA service standards and SLA.
• Liaising as a single point of contact between all verticals for aircraft dispatch. (HO, Service partners, staff, flight crew and Other agencies)
• Training Service partner staff and monitoring their performance.
• Provide real time solutions to Customer queries escalated by service partner staff.
• Responsible for communicating with customers with regards to their feedback logged in on official Singapore airlines, India e-communication channel. (Complaints and compliments: .sg)
• Responsible for maintaining all staff training records, company manuals, AOCR data.
• Assigned task of compiling periodical Quality, safety & security audit.
• In-charge of overseas stationery requisition via SAP.
• Responsible for vetting various Vendor Invoices before submission to Finance and higher level for approval. (Hotels/Lounge/Stationery/Clearing agents etc)
• In-charge of tracking Mishandled baggage and subsequent restoration of bags and follow up with affected customers.
• Responsible for preparing monthly statistics for CSR (Passengers/freight uplifts, On time performance, Involuntary Upgrade/Downgrade, Excess baggage collections etc.)
• Maintain warm and cordial relation with Government agencies. (Immigrations, Customs, CISF, Police)
Certifications
• Weight and Balance certificate for wide body aircraft. (B773/B772/B747/A330)
• Analytical skills, Service Process redesign.
• Soft skills, Transforming Customer Services.
Singapore Airlines, Mumbai
2011 till date
Marketing Services Analyst
• Assigned with the tasks of managing and executing integrated eCommerce campaigns like email marketing, maintaining Singapore Airlines, India web portal. (Via integrated tools/HTML)
• Responsible for executing queries in MIS and tracking Pan India Agents/Corporate revenue.
• Analyzing performance of agents and corporate.
• Handling the tasks of maintaining marketing collateral, sales tools, web content and other related materials
• Responsible for generating, tabulating and presenting All India Marketing, KPI, Revenue and other miscellaneous reports.
• Responsible for Pan India fare filing.
• Responsible for handling communications via Singapore airlines, India official e-communication channel. (.sg)
Certifications
Basic HTML/email marketing
MIS (Marketing Information System)
Malaysia Airlines, Mumbai (Airport)
2001 till 2005
Senior Traffic Assistant
• Responsible for Complete flight handling activities.
(Check-in, Boarding, Ramp handling, AIC, Catering uplifts)
• Responsible for preparing staff roster, maintaining leave records, acting as first level of clearance for staff leave.
• Responsible for monthly catering reports. (Meal wastage summary, costing, portion control)
• In-charge of drafting minutes of department head meetings.
Certifications
• Weight and Balance certificate for wide body aircraft. (B772/B747/A330)
• Crisis Management and Emergency training.
• Soft skills, Customer Handling.
• Mishandled Baggage tracing, World tracer.
Awards
• Winner of Singapore airlines CEO-TCS awards 2010 for "Most Creative Customer Service".
• Winner of GVK sponsored MIAL "Service Personality Award" 2009.
• Winner of SIA ''Maximum compliment letters from customers'' award 2008.
• Bachelor's degree of Commerce from Jai Hind College, Mumbai University (1994-95 to 1999-2000) MAJORS IN ACCOUNTS AND ECONOMICS